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Quality Analyst job at MOGO Uganda | Apply Now
Kampala, Uganda
MOGO Uganda, a subsidiary of Eleving Group, is a leading asset financing company dedicated to providing accessible financial solutions, including boda boda financing, car logbook loans, and smartphone financing, to empower individuals in achieving their mobility and personal goals. The company has earned a strong reputation for its customer-centric approach, offering personalized services that cater to the unique needs of its clients.
MOGO Uganda fosters an inclusive and dynamic work culture, emphasizing open communication, professional development, and a balance between corporate performance and a startup mindset. Employees benefit from equal opportunities, continuous learning, and active social engagements. The company is committed to innovation, exemplified by its partnership with Zembo Motorcycles to promote electric mobility solutions in Uganda, reflecting its dedication to sustainable and eco-friendly transportation options.
With a diverse team of over 2,300 professionals across three continents, MOGO Uganda upholds core values of accessibility, care, trustworthiness, and transparency. Demonstrating its commitment to corporate social responsibility, the company actively engages in community initiatives, such as supporting local foundations and promoting environmental sustainability. For more information on career opportunities and services, visit MOGO Uganda's official website at www.mogo.co.ug.
Are you looking for Management Jobs in Uganda 2024? If yes, then you might be interested in Quality Analyst job at MOGO Uganda
Full-time
Deadline:
17 Aug 2024
Quality Analyst job at MOGO Uganda
MOGO Uganda
Job Description
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
Provide positive leadership, guidance, coaching and mentoring to the call center team to achieve individual, team and departmental quality (calls, emails, chats) objectives and key results. Also responsible for nurturing potential call center quality analysts.
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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Provide positive leadership, guidance, coaching and mentoring to the call center team to achieve individual, team and departmental quality (calls, emails, chats) objectives and key results. Also responsible for nurturing potential call center quality analysts.
Promote an environment of Continuous improvement in line with MOGO Call Centre performance standards. Monitor and evaluate calls to drive adherence to MOGO policies and compliance to standard operating procedures through mystery calling, compliance checks, live listening in, live barging, whispering among others. mana
Conduct regular reviews and give real-time feedback in line with the agent’s performance.
Develop and implement special projects/initiatives. Champion the implementation of process changes and update agents as soon as these come up. Conduct call calibration sessions to ensure that all the stakeholders speak the same language. Initiating and tracking QA corrective action requests and liaising with key stakeholders for alignment and buy in.
Organize and support, inform new hire classes on quality processes. Oversee the cross training and up training of Agents.
Review and interpret historical reports and provide stakeholders with feedback for improvement in business operations. Supervise Agent /reports of trends and observations to ensure Customer satisfaction.
Support team leaders on real time Queue monitoring and managing floor productivity in cases of shrinkage.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
A bachelor’s degree of any discipline from a recognized University
A minimum of 8 Months in the Call Centre in a supervisory, Team Lead or Quality Analyst position.
Excellent knowledge of the Quality Analyst role
Excellent leadership capability, high level of confidence and ability to establish communication with others. Ability to handle refresher and developmental trainings efficiently.
Focus on developing and influencing others.
Proficiency at MS Office
Demonstrate a high level of integrity, work ethics, and a proactive and positive attitude.
Negotiation and communication skills, along with personal tenacity and the ability to drive things through to conclusion in a dynamic and challenging environment. Should be able to provide corrective feedback to agents on call.
Customer focused with good customer care
Excellent Interpersonal skills, problem solving and analytical skills.
Should be self-motivated & able to demonstrate a drive for results with a professional approach.
Proven report-writing and presentation skills.
How to Apply: All suitably qualified and interested candidates should send their applications and up-to-date CVs to: careers@mogo.co.ug with the subject “Quality Analyst”
